Customer Care Officer

How you’ll make a difference

As a Customer Care Officer, you will provide support and guidance to customers on a wide range of council services, including council tax, housing benefit, StreetCare and waste services, the Household Support Fund and homelessness support.

The One Stop Shop is a busy and varied environment, where you will manage a high volume of customer enquiries face to face, over the phone and via email. This role requires a flexible, customer‑focused approach and the ability to adapt quickly to changing priorities while delivering a positive and professional service.

What you will be doing

• As the first point of contact for customers, you will primarily provide face‑to‑face support, as well as responding to enquiries by telephone and email. You will offer accurate advice, practical support and clear guidance to help customers access the services they need.
• You will be responsible for resolving customer queries by identifying, assessing and explaining the most appropriate benefits and council services available to them.
• Maintaining accurate customer records will be an important part of the role, ensuring information systems and databases are kept up to date and in line with data protection requirements.
• You will also assess customers’ financial information sensitively and accurately to understand their circumstances, needs and benefit entitlements.

What we need from you

• We require you to have relevant experience in a customer service or customer‑facing role, with a strong focus on supporting customers effectively.
• As this role involves working directly with the public, you will be confident building rapport and communicating clearly and professionally with a wide range of customers.
• You will also be able to show strong initiative, taking ownership of enquiries and resolving a varied range of issues efficiently and accurately.

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